As a CX Consultancy, Integrator and Operational expert, how do you build the right technology partnerships and alliances to make sure that you really can deliver the best possible outcomes for your clients and the best possible experience for their customers? Building great CX today needs the orchestration of many skills, services, and tools into a complete solution. In this podcast Wayne Kay lets us into his world of creating a partner strategy from scratch and defining an ecosystem that is appropriate and necessary to support the many different brands and their CX challenges. Host: Mark Hill ..read more

CXasS as a marriage of Talent, Transformation, and Technology. The brand needs great talent to be talking to their customers, the entire process almost certainly needs transformation and improvement, and technology is required to deliver the working platform. In any modern solution there will be multiple technologies, but in general any modern CXaaS solution will focus on those three areas. Locations and cost effective multi-lingual options from providers are also key for brands and this is something that CXaaS needs to optimize its impact. In this podcast Simon Dillsworth SVP Sales & Mark ..read more

Digital transformation, automation, and self-service using smart speakers and search engines are all changing the customer journey and the role of agents working in customer service. A customer will often search their phone for help before ever calling a customer care number. How do brands manage this more sophisticated customer journey? Ivan Kotzev is a research analyst at Nelson Hall, based in London. He's been analyzing many of these issues for years, and I caught up with Ivan to hear some of his ideas on transformation and the digital CX journey. Host: Mark Hillary – CX Analyst & Autho ..read more

Mark Hillary again deputises for TTEC conducting an interview with Miya Knights, Global Content Strategist at Poq, Retail Technology Magazine Publisher, Author and Consultant. Mark and Miya discuss the move to self-service and low-touch environments for Retailers due to the global pandemic, including behavioural shifts and trends such as an increased focus on mobile and apps. Host: Mark Hillary – CX Analyst & Author. Invitee: Miya Knights, Global Content Strategist at Poq, Retail Technology. Magazine Publisher, Author and Consultant. Production/ Sound Engineer: Alex Diaz - th3cult.co.uk ..read more

The second episode of the Talking Sourcing podcast from Intelligent Sourcing welcomes back our sponsor TTEC, here represented by Alistair Niederer and supported by Melissa O'Brien of HFS Research. In it we discuss how outsourcing is changing from a simple, transactional thing into something a lot more sophisticated - something more like orchestration. Host: Guy Clapperton. Invitees: Alistair Niederer - Head of EMEA at TTEC. Melissa O’Brien - HFS Research ..read more

In today's climate, companies have a unique opportunity to utilize digital channels to enhance customer conversations and deepen customer relationships. We recently sat down with Sam Rosendorf, senior manager of global enterprise solutions at LivePerson, to learn how organizations can use digital-first technologies like AI and messaging to better serve their customers. No more forcing consumers to wait on hold or navigate complex websites to get answers to questions or to buy products and services. Instead, consumers can get their inquiries resolved using natural language, on the same messagin ..read more

In our first episode of 2022, host Mark Hillary is joined on the podcast by Stephen Loynd, Founder & Principal Analyst at TrendzOwl as they discuss ‘The Great Resignation’ – an economic trend in which employees voluntarily resign from their jobs en masse that began in early 2021, primarily in the United States when the American government refused to provide necessary worker protections in response to the COVID-19 pandemic. Listen in to this month’s episode as Mark and Stephen explore how real is this effect and how it might impact the CX market place. Host: Mark Hillary – CX Analyst & ..read more

The final CX Pod Europe podcast for 2021 focuses on the highlights within the CX industry over the past 12 months, with special guest Peter Ryan, Principal Analyst at Ryan Strategic Advisory adding his insights and views on some of the key developments. Joined by Alistair Niederer, Head of EMEA at TTEC, the two discuss topics with host Mark Hillary such as pro-active CX investments, work at home, hybrid operating models, technology adoption, plus what to look out for in 2022. Host: Mark Hillary – CX Analyst & Author. Invitees: Peter Ryan, Principal Analyst, Ryan Strategic Advisory. Alistai ..read more

Episode four features a conversation with Peter Dorrington, Director of Customer Insights as he explores what the ‘Contact Centre of the Future’ will look like. Host: Neil Russell-Smith - Head of Marketing EMEA. Invitee: Peter Dorrington - Director, Customer Insights, TTEC. Production/ Sound Engineer: Alex Diaz - th3cult.co.uk ..read more

This month’s CX podcast features TTEC EMEA’s flagship UK client Volkswagen Group UK, and focuses on their journey to launch a major new contact centre during a pandemic. You’ll hear about the new state of the art Leeds contact centre, its launch and having to quickly shift to work-from-home (WFH) while managing a transition from the previous supplier, as well as many other challenging experiences during a very unusual time for the industry. Host: Mark Hillary – CX Analyst & Author. Invitees: Tom Johnson, Operations Director, TTEC. Amanda Krebs, Customer Service Centre Development Manager ..read more